Within the Admin Module, under the "Help Requests" tab, there are two tables:
Help Subjects
1. This area allows you to define the general subject of the question between 5 types:
General
Technical Support
Billing
Sales
Other
2. If you ever want to remove a question from the list, you can set it to Disabled.
3. You can set the position of the question within the drop-down list that the investor will see.
4. Within each of the support types, you can create topics based on FAQs from your investors.
5. You can then assign someone within your team to receive email notifications once a help request with this subject is selected.
2. Request Tracker
This area contains a list of all help requests which have been submitted by investors. By clicking the Edit button on the right side, a more detailed description will be available.
Provides the name of the investor who submitted the request along with the date and time of submission (MST)
The Support Type
The subject
The investor's comments
You can add notes to the request in order to keep track of the work done and Post them to the ticket. These notes will not be seen by the investor.
The status can be changed to In Progress or Complete
Indicates the email address that a notification was sent to for this request
Within the investor portal, investors can click on the question mark icon to access the Help Request feature.
Once they click the Help Request text, they will see a window labelled New Help Request which contains 3 fields:
Support Type - Contains the 5 Support Types
Title - Contains all of the subjects added through section 4. of the Create Help Request
Comments
This feature strictly allows investors to send help requests and does not provide them with tracking of their requests.